3.1 Agent Desktop Workspace

(Video instructions available: Agent Desktop Workspace)

The Agent Desktop workspace is split between the left sidebar and the top navigation bar. The sidebar has links to useful tools that open in a pop-up menu. The top navigation bar includes two tabs and your current status.

Sidebar

The sidebar links to:

Team Communicator

Used to dial external numbers and internal contacts, set certain numbers or contacts as favorites, and view a history of outbound calls.

Notifications

Indicates any potential errors in the system.

Voicemail

Indicates when any voicemails are in assigned queue.

Performance Tracker

Provides information on the number of internal, outbound, and inbound calls for the day.

Help

Includes a search field and a browsable library to help answer questions and provide more information about Genesys.

The Help section is a secondary source of information that supplements the Genesys user guide.

Top Navigation Bar

The Top navigation bar links to:

Connect View Tab	Shows the media you use, your current status, and previous calls. See 3.2 Connect View Tab
Monitor View Tab	Shows the specific statistics of your agency. This information may not be available. See 3.3 Monitor View Tab
Agents Status	Shows your status. See 4 Setting a Status
Main Menu	Used to log off the Agent Desktop. See 2.2 LOGGING OFF THE AGENT DESKTOP.

This page last updated in Release Number: 23-02
Release Date: 7/20/2023
Effective Date: 7/20/2023